Dual-pass categorization engine combining fast heuristic regex matching with fallback LLM zero-shot inference for automated support ticket classification. Raw ticket logs flow through text sanitization and deduplication, then branch into a high-speed heuristic pass evaluating SAP T-Codes and keyword patterns with sub-millisecond latency. Unmatched tickets escalate to an LLM smart lane that constructs dynamic structured dossiers and validates against category manifesto before final assignment. This hybrid approach balances speed, accuracy, and cost by reserving expensive LLM inference only for tickets failing fast-path heuristics. Fork and customize this workflow on Diagrams.so to adapt categorization rules, add new keyword patterns, or integrate your own LLM endpoints.